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Information Technology Services

At Information Technology Services, our goal is to be the university's trusted business partner by creating a culture of exceptional customer service. Bringing together a team of diverse and talented professionals, we provide the central IT services that support USC's schools, hospitals, research centers, and administrative units. Through our recently launched digital transformation initiatives, we aim to develop an environment of continuous service improvement, founded on cross-functional teamwork, industry best practices, innovation, and commitment to the customer experience.

OCM Lead

Information Technology Services ITS Los Angeles, California

The University of Southern California’s (USC’s) Information Technology Services (ITS) is seeking an Organization Change Management (OCM) Lead with an exceptional commitment to service excellence to join the team.

As the Organization Change Management (OCM) Lead you will be an integral member of the Enterprise Portfolio Management Office (EMPO) team, collaborating with diverse and talented team members to help solve multidimensional information technology problems, improve customer experience, and generate value for our campus stakeholders across a broad base of departments and constituencies.

THE WORK YOU WILL DO

The Organization Change Management (OCM) Lead – Responsible for creating and implementing change management strategies that minimize user resistance and maximize user engagement. Drives faster adoption, greater utilization, and higher proficiency in changes impacting employees, with a focus on business results achieved. Drives comprehensive engagement efforts with key stakeholders and leaders in ITS and across the university. Enables the organization's understanding of the change management portfolio (e.g., benefits and risks of initiatives). Supports the development of standard ITS OCM methodologies (e.g., processes, KPIs, reporting). Demonstrates and cultivates ITS values.

Job Accountabilities

The Organization Change Management (OCM) Lead

  • Develops cases for change, in concert with sponsors and leaders.

  • Conducts stakeholder analyses and change-impact assessments to determine scope of change, and works with project teams to integrate change management activities into overall plans.

  • Facilitates definition and buildout of charters and governance

  • Standards, and supports status-reporting requirements and timelines.

  • Identifies potential risks, anticipated points of resistance, and the necessary plans to mitigate or address said concerns.

  • Builds comprehensive change management strategies, project plans and key metrics used to monitor OCM effectiveness and drive the achievement of business results.

  • Develops and executes change management plans regarding training, coaching, communications (e.g., stakeholder messages, newsletters), and organizational readiness, and contributes to the development of OCM practices (e.g., community building) to strengthen change leadership and management capability.

  • Manages and enables stakeholder awareness, seeks out executive sponsors, and guides business engagement (e.g., change champions, super users).

  • Develops readiness and hyper-care strategies, ensuring the highest level of customer support and services to impacted staff, faculty and students.

  • Works closely with relevant stakeholders to support plan implementations and, as needed, develops and deploys user adoption/training to support technology implementations.

  • Aids the cultivation of an inclusive, transparent culture and environment, sharing information broadly, and deliberately, and actively embodies ITS values and behaviors (e.g., accountability, ethics, best-in-class customer service). Supports the engagement, culture, and communications team's vision and governance for change management through the implementation of standards, procedures, and cost-effective, leading solutions.

  • Work with other ITS leaders to develop and manage holistic strategies for delivering service and continuous improvements.

  • Continually develops skills and abilities, maintaining currency on emerging technologies, standards, and best practices.

  • Performs other related duties as assigned or requested. The university reserves the right to add or change duties at any time.

PREFERRED QUALIFICATIONS

The ideal candidate for the position of Organization Change Management (OCM) Lead has the following qualifications:

  • Bachelor's degree in psychology, organizational development, communications, business administration, or related fields.

  • Eight years' experience in organizational development and behaviors, communications, information technology, or higher education.

  • Experience with SharePoint and Microsoft Office (including Visio).

  • Demonstrated experience with project management approaches, tools, and life-cycle phases.

MINIMUM QUALIFICATIONS

The candidate for the position of Organization Change Management (OCM) Lead must meet the following qualifications:

  • Bachelor’s degree in a relevant field such as computer science, computer information systems, etc., or equivalent combination of education, training, and experience.

  • Five years of experience in organizational development and behaviors, communications, information technology, or higher education.

  • Prosci or other equivalent change management certification.

  • Three years of experience with successful delivery in the disciplines of change management methodology, job/role design, stakeholder engagement, sponsorship alignment, communication planning, training/performance support, and organizational readiness.

  • Demonstrated interest in and knowledge of change management professional organizations, conference attendance, course work, and other relevant work and activities.

  • In-depth knowledge of standards and appropriate methods for managing different problems and scenarios, able to uncover a root cause and evaluate the risks and benefits of different solution options.

  • Experience with large and complex systems, and working with stakeholders at all levels of an organization.

  • Proven problem-solving and decision-making skills, and the ability to uncover root causes and evaluate different solution options. Excellent written and verbal communication skills.

  • Demonstrated experience facilitating meetings and making presentations, able to provide both detailed information and summaries to management-level individuals and groups.

  • Experience developing and managing diverse, high-performing teams, providing regular, frequent performance coaching/mentoring, and encouraging effective behavior for individual and team success.

  • Experience developing customer relationships and delivering customer-focused service, understanding and supporting customer needs, and articulating strategies that motivate others to action.

  • Proven ability to comply with and enforce pertinent policies, procedures, regulations, and requirements while managing numerous necessary resources to resolve problems in a timely and effective manner.

THE ITS TEAM

The ITS vision aligns strategy, business, and services; affirms ITS cultural values; empowers cross-functional teamwork; embraces world-class best practices; and promotes innovation, excellence, agility, and efficiency. To achieve this vision, ITS is committed to providing a modern technology infrastructure that is resilient and delivers the performance necessary to meet the demands of a growing customer base, training in the latest technologies for its highly productive and motivated workforce, outstanding customer experience, and technology services that are aligned with the university’s mission to provide exceptional learning opportunities for students. ITS is creating a workplace where employees can develop cutting-edge skills, take pride in the services they provide, and have access to the roles and career paths that align to their abilities and potential. We are looking for top talent to join us on our journey.

ITS CULTURE

USC’s ITS organization represents a diverse and talented team, committed to supporting a collaborative culture and delivering secure and innovative IT services that are core to the mission of the university. We are also committed to creating and maintaining meaningful partnerships across the university. At ITS, we act with integrity in the pursuit of excellence; embrace diversity, equity and inclusion; promote well-being; engage in open two-way communication and are accountable for living our values. ITS strives for a supportive and inclusive culture that encourages employees to do their best work every day and where individuals are recognized and celebrated for their contributions.

ABOUT USC

USC is the leading private research university in Los Angeles—a global center for arts, technology, and international business. With more than 47,500 students, we are located primarily in Los Angeles but also in various US and global satellite locations. As the largest private employer in Los Angeles, responsible for $8 billion annually in economic activity in the region, we offer the opportunity to work in a dynamic and diverse environment, in careers that span a broad spectrum of talents and skills across a variety of academic and professional schools and administrative units. As a USC employee and member of the Trojan Family—the faculty, staff, students, and alumni who make USC a great place to work—you will enjoy excellent benefits, including a variety of well-being programs designed to help individuals achieve work-life balance.

** This fixed-term benefits-eligible position has an end date of 6/30/2024**

Come join the USC ITS team and work as a trusted partner in shaping an environment of innovation and excellence.


Minimum Education: Bachelor's degree, Combined experience/education as substitute for minimum education Minimum Experience: 5 years Minimum Field of Expertise: Prosci or other equivalent change management certification. Five years' experience in organizational development, organizational behaviors, communications, information technology, higher education, or another relevant field. Three years’ experience with successful delivery in the disciplines of change management methodology, job/role design, stakeholder engagement, sponsorship alignment, communication planning, training/performance support, and organizational readiness. Demonstrated interest in and knowledge of change management professional organizations, conference attendance, course work, and other relevant work and activities. In-depth knowledge of standards and appropriate methods for managing different problems and scenarios, able to uncover a root cause and evaluate the risks and benefits of different solution options. Experience with large and complex systems, and working with stakeholders at all levels of an organization. Proven problem-solving and decision-making skills, and the ability to uncover root causes and evaluate different solution options. Excellent written and verbal communication skills, and the ability to provide both detailed information and summaries to management-level individuals and groups. Experience developing and managing diverse, high-performing teams, providing regular, frequent performance coaching/mentoring, and encouraging effective behavior for individual and team success. Experience developing customer relationships and delivering customer-focused service, understanding and supporting customer needs, and articulating strategies that motivate others to action. Proven ability to comply with and enforce pertinent policies, procedures, regulations, and requirements while managing numerous necessary resources to resolve problems in a timely and effective manner.


REQ20095995 Posted Date: 01/12/2021

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